Your challenge
- You are the contact person for our customers (broadcasters, content providers, streameing services…): triage, reproduce, analyze, resolve or coordinate resolution, and communicate clearly on status and outcomes
- You will handle questions about the use of our software and—after thorough examination—you register solutions for error messages
- You will diagnose and troubleshoot incidents, error messages and functional questions affecting users, and escalate issues if necessary
- Document findings, root causes, and durable fixes in knowledge bases/runbooks.
- For our cloud native clients (AWS), you will monitor the production environment to ensure availability using tools (dashboard or other log analysis/integration tools)
- For our cloud native clients, you’ll execute routine maintenance with clear customer communications; validate after changes
- In order to drive to solutions for your customers, you coordinate, collaborate and liaise with internal technical and delivery teams to effectively resolve issues
Your skills and experience
- You do have a certificate of higher education.
- Experience with issue tracking (e.g., JIRA) and basic SQL or data inspection for troubleshooting.
- Working knowledge of cloud or operations basics: logs, metrics, alerts, networking concepts, and incident workflows
- We expect you to communicate fluently in French and English
- You are a good listener, proficient in analyzing, documenting and solving problems.
- You love combining customer service activities with coordinating work and coaching colleagues.
- You have no qualms about travelling. Nor is it a problem for you to deal with a mix of different customers and projects, without losing track of the team's work.
- Information security is at the core of our business, so it is of paramount importance that you respect the specific security provisions related to the execution of your job.
- Exposure to AWS services (CloudWatch, CloudTrail, IAM basics, ECS/EKS, RDS) and log/metric stacks.
- Scripting for diagnostics/automation (Python, Bash, or PowerShell).
- Broadcasting/media domain interest or experience.
- Experience delivering user training.
- Knowledge of information security practices and compliance in a SaaS/hosted context
Our offer
- Intensive on-the-job training, permanent support and continuing education are provided.
- You will work from Brussels or Paris, enjoying the flexibility you need.
- As we also attach great importance to a sound work-life balance, you get extra days off, flextime, and every opportunity to take part in recreational activities with colleagues, in-house or elsewhere.
- We offer all our Customer Solution Support Engineers a fair and diverse remuneration package with fringe benefits including luncheon vouchers, group and hospitalization insurance.
Top Skills
What We Do
We make memorable media experiences happen
MEDIAGENIX ranks among the top tech vendors in the international media industry with M&E Business Management Suite WHATS’ON. Customers include OTT streamers and VOD platforms, public and commercial radio & TV stations, telcos, and video service providers. Over 150 leading media groups across the globe manage a total of more than 2,000 channels and services with WHATS’ON.
Media companies use WHATS’ON to orchestrate and transform their digital content supply chain end-to-end with a view to engaging their audiences, containing OPEX, and optimizing content ROI.
We enable them to offer the right content at the right time to the right audience on the right device through whichever platforms and with whatever mix of business models that are best suited to achieve their aims. They can match content supply and demand at the strategic and the planning level while orchestrating smart and smooth workflows at the execution level, in a closed loop driven by data. This propels major efficiencies and innovations from content acquisition, rights management, planning and multichannel/multiplatform scheduling to content publication, and smart analytics.
Check out www.mediagenix.tv
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